Melody Smith Email and Phone Number

Oversee a team of customer care and retention specialists, handle escalated calls from security customers, review daily and weekly reports for call volume and other contact center metrics, process improvement

Lead a team of WFM real time analysts (RTA), managing the day-to-day operations of the RTA function within WFM. Monitor and evaluate real time staffing levels, call volume efficiency, and SLA management across multiple business lines. Direct, coordinate, and review the work of assigned staff monitoring the timeliness and quality of daily tasks and projects. Core responsibilities include:Responsible for daily management and oversight of real time analysts WFM functions (i.e., real-time dashboard monitoring, breaks/lunch adjustments, etc.)Provides leadership for the RTA team ensuring adherence to company/department policies and proceduresMonitor, track and analyze workforce management KPIs to validate assumptions and build plans to continuously improve performanceFacilitate daily, weekly meetings with vendors to identify and mitigate SLA impacting issuesOptimize utilization of workforce management platform and strengthen team’s training to leverage tool capabilities to enhance resultsCollaborates with the Manager of Capacity Planning to support short/long term forecasting and staffing assumptions Review policy and procedures to ensure consistency, accuracy, and quality within Command Center WFM Establish excellent working relationships with department leadership contacts to maintain and continuously improve level of serviceDirects the performance of the staff through effective coaching, training, and performance to achieve established goalsTrack team metrics using ServiceNow and report data to leadership on a regular basis

Multiple properties: Issue notices, collect rents, perform walk thru of vacant units to ensure cleaning and maintenance completed prior to showing to future tenants, manage upkeep of grounds, oversee maintenance staff, coordinate deliveries, lease signings

Leads the Workforce Management team responsible for short-term and long-term workload forecasting, scheduling, real-time resource management and proactively working to meet daily metrics by staying in constant communication with contact center and field sales teamsEnsures delivery of key metrics, staffing budgets, training requirements and performance metrics through optimization of resources, identifying and implementing process improvement and leveraging automation / technology wherever possibleExecutes communication strategy for regular call center and field sales results provided to Senior Leadership Team by demonstrating the ability to synthesize quantifiable data into easy to understand actionable recommendations through a consulting mindsetIncreases efficiency by recommending staffing strategies that support the needs of multi-skilled contact center and field sales environmentsPartners with L&D, Continuous Improvement, and Sales Operations to coordinate all required training for in-house and outsourced contact center agentsOversee the 30-60-90 day forecast creation, manage the daily forecast to budget variance and the associated monthly invoicing process, and highlight any risks and opportunities which could impact budget and P&LManages current workforce management tools (and future integrated system), related telephony and process in coordination with IT. Troubleshoots issues and recommends system modifications and enhancements.Researches and identifies potential vendor solutions that will help the business reduce expenses and improve efficiency while improving customer satisfactionManage growing team of 2+ real-time analysts, 1 forecaster and 1 scheduler

The Operations Center Resource Planning Supervisor is a contributing member of the Resource Planning team within the Operations Support Center. This position, reporting to the Vice President of Operations, is responsible for overseeing the Real Time Analysts, as well as working side by side with the Reporting Analyst and other key parties, to develop, implement, and maintain the necessary tools to optimize staffing to meet the demands of the day-to-day business.• Monitor intra-day vendor hours to business and budget needs to ensure call hours is compliance to forecast agreements• Monitor Real Time adherence, call statistics & communicate with Supervisors to ensure on/off phone activity is managed efficiently throughout the day and in compliance with Paid/Unpaid production codes• Ensure that all reports originating from the department are accurate and reliable• Helps with the integration and implementation of new call center technologies• Develop and maintains the reporting needs for the Real Time Analysts• Maintain project goals on a daily, monthly basis• Coach, train, and develop the Real Time Analysts• Collaborate with Reporting Analysts to develop monthly interval hours forecasts for our vendors that meets business and budgetary goals • Generate and communicate off phone activity reports, staffing issues, performance measures & call statistics to appropriate members of management• Assist in the presentation of qualitative and quantitative results and data to senior management and other business partners• Collaborate with business owners to validate efficiency, profitability and productivity measures, and to evaluate new business opportunities• Act as our department technical liaison for all sprint releases, upgrades, and system impacting events for our internal employees and our external vendor groups• Demonstrates professional behavior, teamwork, punctual, dependable, & adheres to company policies & procedures

The Resource Planning Team Lead is a contributing member of the Operations Support Center team. Responsible for forecasting the right number of agents at the right times in their seats to answer an accurately forecasted volume of incoming calls at the desired service level. • Monitor queues to maintain healthy staffing levels and ensure our ability to meet our service levels• Manage the day-to-day business of handling call traffic utilizing intraday ACD reports and exception tracking forms• Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals• Distributes call volumes between Lead Screening and Outreach and utilizes cross-trained associates• Ensure that all reports originating from the department are accurate and reliable• Helps with the integration and implementation of new call center technologies• Develop and maintains the reporting needs for the Real Time Analysts • Monitor Real Time adherence, call statistics & communicate with Supervisors to ensure on/off phone activity is managed efficiently throughout the day and in compliance with Paid/Unpaid production codes • Maintain project goals on a daily, monthly basis• Coach, train, and develop the Real Time Analysts• Collaborate with Reporting Analysts to develop monthly interval hours forecasts for our vendors that meets business and budgetary goals • Generate & communicate off phone activity reports, staffing issues, performance measures & call statistics to appropriate members of management• Monitor intra-day vendor hours to business and budget needs to ensure call hours is compliance to forecast agreements• Demonstrates professional behavior, team work, punctual, dependable, & adheres to company policies & procedures

The Workforce Management Real-Time Analyst is a contributing member of the Resource Planning team within the Operations Support Center. Responsible for ensuring the right number of agents are in their seats at the right times to handle an accurately-forecasted volume of incoming and outbound calls at the desired service level• Monitor queues to maintain healthy staffing levels and ensure our ability to meet our service levels• Manage the day-to-day business of handling call traffic utilizing intraday ACD reports and exception tracking forms• Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals• Distributes call volumes between Lead Screening and Outreach and utilizes cross-trained associates• Ensure that all reports originating from the department are accurate and reliable• Helps with the integration and implementation of new call center technologies• Prepares Service level Update to show where service levels, abandonment rate, and hours compliance are throughout the day – to include descriptive analysis review of that service level• Monitor Real Time adherence, call statistics & communicate with Supervisors to ensure on/off phone activity is managed efficiently throughout the day and in compliance with Paid/Unpaid production codes • Maintain project goals on a daily, monthly basis• Generate & communicate off phone activity reports, staffing issues, performance measures & call statistics to appropriate members of management• Demonstrates professional behavior, team work, punctual, dependable, & adheres to company policies & procedures

Responsible for placing outbound calls to family members who have recently inquired online regarding their placement services, and will also place follow-up calls with the recipient or family member to see if the family’s needs have changed and if they are at a place where they should be re-engaged with their Senior Living Advisor. All calls will be with a direct recipient or family member, assisting with access to a local Senior Living Advisor based on specific needs of the caller.Superior Customer Service: Must have a positive and professional demeanor and rapport-building skills to help callers feel comfortable, with responsive customer service to provide white glove service.Excellent Communication Strong verbal communication to handle inbound calls to help callers through the process with a Senior Living Advisor. Sales Skills: Encourage callers to proceed to a Senior Living Advisor for further expertise on senior care needs.Tech Savvy Multi-tasker: Must be able to speak with callers while navigating through multiple systems, entering vital information to create a client profile.

Filing, Typing, Phone calls, conduct pre-interviews for potential employees, Invoicing, Gather and input data for quarterly B&O taxes, gather and input data for annual federal taxes, schedule appointments, order supplies